Add your feedback on energy supplier Extra Energy

molerat

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No bill after 4 weeks - written complaint
+8 weeks - ombudsman
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Onbudsman

For now, I will be staying lol Did I just say that.

EE are still working out cheaper than the other suppliers which is the main deciding factor.

I have been informed my bill should be ready by the end of the month, time will tell I would imagine. {I'm not confident one will be received though}

No explanation was provided on why the website doesn't accept any gas meter readings? I wont be bothering entering just my electric.

EE agreed to lower my DD to my choosing which is listening to the customer and I am impressed with that decision. I explained that I have no issue being in debit till I receive a bill, failing to provide a bill will only result in non payment of the debit!

The assistant managed me very well and remained professional even while being put under pressure as I can be very assertive at times.

Its a real shame EE are suffering from system problems as their prices are good and their employees are helpful even though they are lacking the tools for their job.

I will update once I have or have not received my bill at the end of this month.

Snowbelle

Having made a spreadsheet and closely monitoring my usage compared to how much I have paid, today I logged into my account and see that I have made a payment for tomorrow..........


No problem submitting the gas reading.

Onbudsman

Snowbelle wrote: »

Having made a spreadsheet and closely monitoring my usage compared to how much I have paid, today I logged into my account and see that I have made a payment for tomorrow..........


No problem submitting the gas reading.

DD's would have been requested, looks like that part of the billing system is working ahead of the actual transction clearing. The dates shown seem correct so not an issue for me.

Biggles

Snowbelle wrote: »

today I logged into my account and see that I have made a payment for tomorrow..........

DDs are always requested a couple of days ahead of the time it hits your bank. Often they are entered on suppliers' systems as they are requested.

Snowbelle

Onbudsman wrote: »

DD's would have been requested, looks like that part of the billing system is working ahead of the actual transction clearing. The dates shown seem correct so not an issue for me.

Has only happened this month not any other.

edward123

This is strange. I started with EE 28/10/14. I am on the Secure Long Term Fix Sept 2016. I have just begun a switch to another supplier for both gas and electricity. I log in for my account with EE and see the tariff has changed and for the worse as both standing charges and unit rates have gone up. Bemused. I am on the phone to them now as I write.........got through, eventually explained myself....put on hold till he was back.....got put through to wrong department.....Domestic Sales.....put through to Customer Services.....listening to music....then cut off. Now going to try to email them from my account.....mmmmm....watch this space.

edward123

I notice the facility to amend one's DD amount now is up and running. For my own amusement I used it and placed in a slightly lower amount. Told I could only put in a higher one.

Now ringing them again. Got music and a 'very busy and to keep holding' message. Been on the phone now 10 minutes....and counting.

Now 15 minutes and counting.

All this is being logged for a potential future complaint to the Ombudsman. One thing for sure, if they try to bill be with those higher charges they have broke their terms and conditions. They could be in trouble.

Update. Got through. After a little confusion was told it could be that the new increased amounts is because VAT(@5%)has been included. But is that right???? I would have thought any bills would have to be calculated on the tariff and THEN VAT added? Am I right or am I wrong.

Am now on hold listening to some classic music. Don't know composer but is pleasant enough. Ahh, she has got back to me...yes, added the VAT on the amounts. Mmmmm. Not sure why they have decided to do this at this time and if it is right to do it why not from the first? More bemusement.

chas1999

edward123 wrote: »

This is strange. I started with EE 28/10/14. I am on the Secure Long Term Fix Sept 2016. I have just begun a switch to another supplier for both gas and electricity. I log in for my account with EE and see the tariff has changed and for the worse as both standing charges and unit rates have gone up. Bemused. I am on the phone to them now as I write.........got through, eventually explained myself....put on hold till he was back.....got put through to wrong department.....Domestic Sales.....put through to Customer Services.....listening to music....then cut off. Now going to try to email them from my account.....mmmmm....watch this space.

I've never had any response using email from my online account. But I usually get some response - a promise of further action - when I email them at customercare or blogresponse. Never anything after that though.

As for the rates quoted on your online account they are VAT inclusive. So just check you are not comparing with VAT exclusive ones often quoted by the energy companies. I do wish they would always use VAT inclusive rates for domestic users.

edward123

chas1999 wrote: »

I've never had any response using email from my online account. But I usually get some response - a promise of further action - when I email them at customercare or blogresponse. Never anything after that though.

As for the rates quoted on your online account they are VAT inclusive. So just check you are not comparing with VAT exclusive ones often quoted by the energy companies. I do wish they would always use VAT inclusive rates for domestic users.

Yes, they have now included the VAT on the charges. bet they are going to get alot of calls because of this online change w/o communicating they have beforehand as who would think the amounts were increased because of VAT? I didn't!